Incident and Problem Management. Supplier’s Incident and Problem Management responsibilities include (“Incident and Problem Management”):
Incident and Problem Management. Supplier’s Incident and Problem Management responsibilities include (“Incident and Problem Management”): __________________________ *Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions. Exhibit A.6.1 Gap/IBM Confidential and Proprietary Information Second Amended and Restated Master Services Agreement
Incident and Problem Management. Supplier’s Incident and Problem Management responsibilities for Gap Stores and field offices co-located in stores as provided in Exhibit D.17 include (“Incident and Problem Management”):
Incident and Problem Management. Each party will use their existing incident and problem management process and tools.
Incident and Problem Management. Incident and problem management Services include the activities associated with restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem management also includes minimizing the adverse impact of Incidents and problems on the business that are caused by errors in the IT infrastructure, and to prevent the recurrence of Incidents related to those errors. In order to achieve this goal, problem management seeks to review Incidents, get to the root cause of Incidents and then initiate actions to improve or correct the situation. The following table identifies each Party’s Incident and problem management roles and responsibilities. Table 11. Incident & Problem Management Incident and Problem Management Roles and Responsibilities ACS Symetra
Incident and Problem Management. All incidents and alerts are logged, tracked and maintained through a ticketing system. Incidents are entered manually into the system and given a ticket number after a customer calls, emails, or faxes in their problem. The ticketed incident is classified, assigned a severity level and given to the appropriate engineering personnel for resolution. If the incident is unable to be resolved, it is escalated to QMS management for resolution. Recurring incidents and incidents where a workaround was applied are investigated further through the Problem Management analysis team. Detailed components of the work flow process are described in Quest’s “Incident Response”, “Client Call Process” and “Problem Management” manuals which are part of Quest’s on‐line documentation available for review at any time by personnel. Quest’s internal incident response process consists of the following phases. Once the appropriate preparative steps have been taken, the Incident Response Process consists of a six‐phase cycle. Preparative Prevention Identification Containment Eradicate Recovery Follow‐up
Incident and Problem Management. 2.3.1. The Service Provider will have in place incident and problem management processes and where applicable will integrate with the existing TfL incident management processes.
Incident and Problem Management. The objective of Incident Management is to restore normal service operation as quickly as possible and to minimise the impact on business operations resulting from any service disruptions, thus ensuring that optimal and agreed levels of service quality and availability are maintained. The process covers any Incident, external or internal, which impacts directly or indirectly on the Services provided by the Service Provider. The objective of Problem Management is to minimise adverse business impact by preventing potential Incidents from occurring. This is performed by determining and addressing root causes of recurring Incidents through the implementation of long term solutions. The Service Provider will provide Incident and Problem Management Services across the Annexes listed in Section 1.2 of this document, with the exception of Annex 5 (Change Management Services).
Incident and Problem Management. Incident and Problem Management Services are the activities associated with restoring normal Service operation as quickly as possible and to minimise the adverse impact on the Customer’s business operations, thus ensuring that levels of service quality and Availability described in this Agreement (including but not limited to the Performance Standards) are maintained. Problem Management also includes minimising the adverse impact of Incidents and Problems on the Customer’s business that are caused by errors in the Service Areas, and to prevent the recurrence of Incidents related to those errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. The following table identifies the Incident and Problem Management Services roles and responsibilities that the Service Provider and the Customer will perform. Table 2 Incident and Problem Management Services Roles and Responsibilities Incident and Problem Management Services Roles and Responsibilities Service Provider Customer The Parties will develop interim Incident and Problem Management processes during the Transition Period, and the Service Provider shall comply with such processes during the Transition Period and during the Term. R, A C, i Establish operations and Service management quality assurance and control programs. R, A C, i Participate in Service improvement opportunities with the Customer, and provide Good Industry Practice recommendations to the Customer. R, A C, i Review, approve and perform operations and Service management quality assurance and control programs. C, I R, A Interface and coordinate with the Customer and 3rd parties for Incident and Problem Management Services activities. R, A C, i Establish Incident / Problem classification by priority as specified in section 3 of Schedule 2 (Service Descriptions). R, A C, i Define and adhere to Incident / Problem requirements for workflow, escalation, communication and reporting processes that help to achieve the Performance Standards. R, A C, i Utilise Service Provider instance of [***] Tools for Incident and Problem Management Services tracking, that tracks Incidents across all Service Areas. R, A C, i Engage in entire Incident / Problem lifecycle support including detection, escalation, diagnosis, Customer status reporting, workaround, repair and recovery. R, A C, i Ensure Incident Resolution activities conform to defined Change Management...
Incident and Problem Management. All incidents shall be reported to National Information Sharing Standards (NISS) Help Desk at 0.000.000.0000 or 703.726.1919 or XXXXxxxx@xxxx.xxx. In the event the submitted incident needs escalation, it will be escalated to Xxxxxx Xxx at 000.000.0000 or xxxxxx.xxx@xxxx.xxx for recording and tracking. The following are the service performance targets for this SLA: Severity Level Description Response time to begin working issue Resolution/Mitigation Status Updates Severity 1 Incidents RxCheck server is down or unreachable Within eight (4) hours from time reported Within one (12 hours; escalate to Xxxxxx Xxx Daily Severity 2 Incidents RxCheck server is unavailable to one agency Within one (12 hours from time reported Within three (36 hours; escalate to Xxxxxx Xxx Daily Severity 3 Incidents RxCheck server is unusually slow in processing transactions Within three (3) business days from time reported Within five (5) business days; escalate to Xxxxxx Xxx Every other day
